Job Title

Customer Service Representative (Level 1)

Department

Customer Service

Location (primary)

As applicable by business location / Remote where applicable

Reports to

Customer Service Team Leader/Supervisor

As a Customer Service Representative (Level 1) at WebBeds, you will play a crucial role in delivering outstanding support to our internal and external clients. You will handle enquiries, resolve issues, provide accurate information and help maintain positive relationships with our valued partners across written and spoken communication channels.

This role is ideal for someone who is customer-focused, organised and confident working in a fast-paced environment. Your communication skills, attention to detail, problem-solving ability and teamwork mindset will help you deliver excellent service while contributing to the wider success of WebBeds.

How you will make an impact…

Responsibilities include but not limited to:

• Deliver exceptional customer service, to WebBeds partners by addressing enquiries, resolving issues and providing accurate, helpful information.
• Manage client, hotel and supplier queries, including booking confirmations, amendments and issue resolution, using strong problem-solving skills to find effective solutions.
• Build trusted professional relationships, with clients by understanding their needs and enhancing the overall customer experience.
• Respond through official communication channels, including phone, email and, where applicable, chat, ensuring all interactions are prompt, professional and clear.
• Use systems, tools and resources effectively, to research, troubleshoot and resolve customer queries, escalating when required.
• Identify root causes and apply solutions, by listening actively, asking relevant questions and thinking critically.
• Navigate multiple priorities accurately and efficiently, while maintaining productivity and minimising impact on hourly or daily output.
• Collaborate across teams and departments, to ensure seamless coordination, effective problem-solving and consistent service delivery.
• Maintain accurate records and customer information, by updating systems and documentation in line with internal policies, procedures and service level agreements.
• Remain flexible and adaptable, by managing changing priorities, ad-hoc tasks, offline or system-generated work and additional projects as required by the line manager.

How success will be measured…

• KPI performance: Consistently meet KPIs and business objectives as communicated by the line manager.
• Response time and SLA adherence: Respond promptly to customer enquiries and minimise wait times through timely resolution.
• First contact resolution: Aim to resolve issues at the first contact wherever possible, reducing follow-up interactions.
• Quality assurance: Ensure customer interactions meet or exceed established service quality benchmarks.
• Call handling and productivity: Maintain strong handling metrics, efficient case resolution and effective use of systems.
• Attendance and punctuality: Maintain reliable availability during scheduled shifts.
• Continuous improvement: Actively seek feedback, attend relevant training and apply learning to improve service delivery.
• Collaboration and knowledge use: Use knowledge bases effectively and work cross-functionally to resolve or escalate customer needs.

• Systems confidence: Proficiency in relevant computer applications, software and company systems used to access and update customer information.
• Flexibility and adaptability: Comfortable with changing priorities, evolving business needs and a shifting schedule.
• Resilience and professionalism: Ability to work under pressure while remaining calm, professional and focused.
• Organisation and time management: Ability to prioritise tasks, manage multiple responsibilities and meet deadlines in a fast-paced environment.
• Results orientation: Commitment to meeting or exceeding performance targets and contributing to team success.
• Teamwork and collaboration: Ability to work effectively with colleagues and other departments to deliver exceptional customer service.
• Customer-focused mindset: A genuine desire to support a variety of clients and help them achieve their goals.
• Problem-solving and attention to detail: Strong ability to think creatively, anticipate issues, research thoroughly and deliver accurate solutions.
• Communication skills: Excellent verbal and written communication skills, with proficient English and a strong focus on active listening and empathy.
• Customer service experience: Previous experience in a customer service or customer-facing role is required; travel industry and/or call centre experience is desirable.

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe 🌎
• Dynamic environment with the chance to grow, influence & impact change ⚡
• Disruptive, fast-growing market leader within travel & endless possibilities 💼
• Culture built on collaboration🤝 empowerment and innovation 💡

WebBeds is a global B2B marketplace that unites supply with demand, connecting hotels with travel buyers all around the world - making distribution simpler, smarter and more flexible.

In today’s dynamic and often fragmented travel landscape, we unite supply and demand through technology, data, and local expertise – giving our partners greater control, visibility, flexibility and choice.

Hotels can manage content and pricing in real time, and travel buyers can connect simply to access global content to curate and book exceptional travel experiences.

Backed by a global team, we deliver more than reach. We provide local expertise, service, and support that help the travel industry move forward – together.

What makes us stand out?

• We are a global travel intermediary, connecting hotels with travel buyers.
• We have 1900+ people speaking 50+ languages in 120+ cites across 50+ countries
• We partner with over 500,000+ properties in more than 38,000 bookable locations
• We work with more than 50,000 travel companies in 145 source markets
• We have an amazing Technology team focussed on delivering valuable outcomes using innovative tech

Find out a little about life at WebBeds…

Learn more about the WebBeds business…